Strategic Enterprise Customer Success Manager

WP Engine; Cleveland (OH); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Stock options

Health benefits

Fertility benefits

401(k) with match

Generous vacation & wellness days

Home office stipend

Job summary

WP Engine is seeking a results-driven Customer Success Manager to nurture high-value partnerships, drive revenue retention, and align solutions with customers' business goals. You will serve as the primary contact for a portfolio of accounts, coordinating with sales, product, and support to ensure value realization and growth.

You will develop strategic account plans, monitor usage and health signals, and lead renewal discussions while identifying opportunities for upsell and cross-sell.

Qualifications

• Bachelor's degree in business or related field.
• Five+ years of proven experience in account or customer success management.
• Ability to build and maintain long-lasting partnerships with high-level customers.
• Excellent communication, presentation, and negotiation skills.
• Strong business acumen and understanding of customers' industries, challenges, and goals.
• Excellent organizational and time-management skills, with the ability to manage multiple accounts.
• Proficiency with CRM software (e.g., Salesforce, Gainsight).

Responsibilities

• Cultivate and maintain executive-level partnerships with key stakeholders within an account portfolio.
• Coordinate with sales, marketing, product, and support to deliver exceptional service.
• Develop and execute strategic account plans with clear objectives.
• Identify upsell and cross-sell opportunities through analysis of needs and trends.
• Monitor account health and renewal risk; conduct regular business reviews.
• Lead renewal negotiations and manage contract administration to maximize value.
• Identify and surface expansion opportunities and support closing new business within existing accounts.
• Triage and coordinate resolution of customer questions and technical issues with cross-functional teams.

Skills

Account management

Customer success

Communication

Negotiation

Strategic thinking

Education

Bachelor's degree in business or related field

Tools

Salesforce

Gainsight

Job description

WP Engine is seeking a results-driven Customer Success Manager to nurture high-value partnerships, drive revenue retention, and align solutions with customers' business goals. You will serve as the primary contact for a portfolio of accounts, coordinating with sales, product, and support to ensure value realization and growth.

You will develop strategic account plans, monitor usage and health signals, and lead renewal discussions while identifying opportunities for upsell and cross-sell.